About the Opportunity
Our client is a nonprofit organization that provides social services to individuals and families in need. Their work includes affordable housing, mental health services, and support for the elderly, immigrants, and at-risk communities, and they serve over 100,000 people annually. They are in search of a contract IT Customer Support professional to join their team in New York City!
The base pay for this position is $41 to $46 per hour. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things. Details about eligibility for bonus compensation (if applicable) will be finalized at the time of offer.
Job Responsibilities
- Lead and manage the daily operations of the Helpdesk and device support teams, ensuring efficient customer relationship management
- Maintain established standards for end-user devices and participate in evaluating new technology that aligns with customer needs, including organizing demos to showcase potential solutions
- Coordinate IT support services across various departments, acting as the primary contact for all client issues, inquiries, and requests while ensuring smooth communication between different teams
- Additionally, implement best practices for development and operational processes when necessary
- Continuously monitor and assess IT user satisfaction, working with internal IT teams to identify areas of improvement and enhance the overall experience
Job Requirements
- Minimum of 7 years’ experience in providing technical support for computer systems
- Comprehensive experience supporting a range of IT equipment, including desktops, printers, network switches, and more
- In-depth knowledge of enterprise IT hardware such as PCs, printers, network devices, and other peripherals from leading brands like Dell, HP, Lenovo, and Cisco
- Strong background in troubleshooting various IT issues, including Active Directory logins, email systems, remote desktop access, printing, networking, and more
- Solid understanding of modern protocols and operating systems, such as Windows 10+, Windows Server 2016+, TCP/IP, DNS, DHCP, Active Directory, and SMTP
- Practical experience working with tools for cabling and equipment setup, including Cat5 wiring
- Proficient in reading and interpreting technical documents, manuals, and OEM guidelines
- Hands-on experience in software deployment processes, including imaging drives, installing antivirus software, encryption tools, Microsoft Office, Adobe products, and peripheral drivers
- Familiarity with ITIL frameworks and proven experience in applying these principles to improve IT operations and service delivery
- Exceptional communication and organizational skills, with proven leadership and interpersonal abilities
- Advanced proficiency with Microsoft Office applications, particularly for data analysis and reporting
- Demonstrated experience in training, coaching, and mentoring help desk personnel
